Usman Ghani (February 7, 2017)
The increase in varying platforms used to engage and interact with customers has led companies to expand their customer service offerings. The evolution of technology’s role in providing service has changed the way customers look at support offered by companies, resulting in higher demand for instant and around the clock service. Companies can no longer ignore enhancement of their online support system and focus merely on traditional methods of contact.
Many customers still face the issue of delayed response to emails, or requests that are sent in through contact forms on websites. Low level of engagement and support on the website results in customers losing trust and buying from elsewhere.
Let’s look at some useful ways to enhance service delivery online and create a satisfactory experience for customers.
Real Time Support
When customers shop online, they often have more questions or queries about the product in comparison to when they are physically present at a store. Not being able to answer these concerns can result in losing or disappointing your customers, who may not feel comfortable doing business with your company in the future. In order to build trust and reliability, online businesses need to provide customers with extra support.
Companies often ask customers to fill in their details and queries in an online form on the website, promising to get back in touch as soon as possible. The wait on the customers’ end can lead to frustration and problems unsolved.
A more effective solution is to have proactive live chat on your website 24/7 which provides support in real time, where chatagents can take on a problem instantly, without customers having to wait hours to get their issues resolved or questions answered.
Adding Personal Touch
Personalize your online service experience by training your staff to show sensitivity and add more empathy in their interactions, to make the online platform comfortable for the customer.
Using the customer’s name to address him or her, adds familiarity between the customer and service agent. Using emoticons and other expressive elements can add to the customer experience offered on website, by enhancing the human element of the conversation.
This can also be applied to replies sent out in email, so that customers are aware that emails are not automated and actual people are reading and responding to their messages and concerns.
Use Less Technical Jargon
Using technical language to communicate with customers can lead to further confusion. Try simplifying your responses by ensuring the conversation is not technical. Difficult terminology will only frustrate the customer more and will waste his and your time.
Make it easy for the customer to understand by giving relevant examples or sending helpful material which can assist in comprehending the problem at hand.
Frequently Asked Questions (FAQ)
Having a thorough FAQ page is an effective way to solve customer queries, as it lists down common questions that might be raised. A list of important questions should be designed keeping customers in mind, and concerns which may come up from their end. Customers often want to know about shipping costs, store location, refund policy, office hours and other essential questions etc. Important and recurring questions should be listed under the FAQ page.
Connecting through Social Media
Most people are active on social media these days and are quick to learn about the company through their online presence. Companies can use this to provide round the clock support to customers by letting them get in touch with them through social media for an instant reply. Trained social media reps can then direct customers to a specialized team if necessary or help resolve the matter right there and then.
Regular customer service training programs should be part of the strategy for social media teams that are dedicated to offering support so that they are well equipped on how to respond to online customers.
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